Transforming Credit Union Contact Center into a Member Experience Center

The pandemic came as an invader that affected lives and financials drastically. Our Credit Union client needed to foster its contact center operations for member and agent experience in no time. They needed a way to handle members through an omnichannel approach instead of a siloed one.

Our client struggled with a multichannel CX approach that made members stay long on hold for every query resolution. Even short breaks for agents were turning into complications, which made them work beyond office hours. More of the time was consumed in answering simple queries that left no time for the complex one.

So, they switched over to CXInfinity solutions for digital omnichannel customer engagement with a smart bot to drastically enhance agent and member experience. Read the case study to learn how CXInfinity brought similes to faces with proactive real-time assistance and more

Benefits

  • Unified interface for agents to handle all channels over a single screen
  • Personalized member experience with all details in front of the agent even before starting the conversation
  • Integrated solution with the legacy communication system
  • AI-driven InfiBot to handle level 1 queries and more

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